Performance report

Measure performance per agent, or overally

Written by Konstantine

Updated 1 week ago

To track overall chat metrics (or those specific to an individual agent) go to the Reports section in the left sidebar and select the Team Members report.
On the top right, select a time period and pick an agent from the dropdown list.

You can then see the numbers for Total, New, and Closed conversations for the selected timeframe by clicking on each category, as well as average first response, assigned first response, and chat closing times.

FRT (First response time) - is measured from the time the customer initiates a new chat until the support agent sends the first message in that chat. Less is always better.
AFRT (Assigned First response time) - is measured from the moment chat is assigned by auto-assignment rules, till the very first message from the agent.
TTC (time to close) average conversation duration time. In this case, the less is better, but mind that it fully depends whether you are closing conversations.

If you're seeing AFRT metrics flat, that means you are not assigning chats automatically. Read more about Assignment Rules, Chatbot, and Round Robin.

Median values

Export numbers to xls or csv

The report figures are interactive. To explore further, you can click for example on the "Total chats" number, which will allow you to view the chat list and export it as an XLS or CSV file using the three-dot menu at the top.
You will receive an email with the file shortly after.